re3 SCORES HIGHLY IN NEW CUSTOMER SATISFACTION SURVEY04 Dec 2017 14:15
re3, the waste management partnership between Bracknell Forest, Reading and Wokingham Borough Councils and FCC Environment, has published the results of its annual customer satisfaction survey conducted at Longshot Lane and Smallmead household waste recycling centres, based in Bracknell and Reading.
The report was conducted during peak and off-peak times in September and outlines overall customer satisfaction ratings, what items were brought to the centre, the frequency of customer visits, and includes key performance indicators such as site cleanliness, queuing, website information, safety advice and procedures. It confirms that (97% of Bracknell and 98% of Reading) respondents said that the services offered at both recycling sites were ranked ‘good’ or ‘very good’. Staff members at both centres also maintained high overall customer satisfaction ratings of (97% in Bracknell and 94% in Reading).
The survey found that residents (73% in Bracknell and 55% in Reading) visited the recycling centre at least once a month, with the top three materials recycled being garden waste (47% in Bracknell and 41% in Reading), wood and timber (17% in Bracknell and 28% in Reading), black bag rubbish (22% in Bracknell) which can then be separated via re3’s bin bag splitting initiative, and glass bottles and jars (22% in Reading).
re3’s bin bag splitting initiative at both recycling centres is raising funds for Sue Ryder and ensuring more waste is being recycled and reused. Under the scheme, waste that is left at re3 centres in bin bags is separated into recyclable and non-recyclable items by staff. All waste brought to the re3 recycling centres remains anonymous and re3 donates all good quality items found in bin bags, as well as larger items like furniture and bikes, to Sue Ryder to help fundraise for local hospice care.
The re3 team has had some incredible finds while bag splitting, but it’s important not to forget the everyday items that can be recycled rather than just thrown away. Paper and cardboard, tins and cans, aerosols and plastic bottles can be recycled from home; items like textiles, small electrical appliances and paint are accepted at the Bracknell and Reading recycling centres; and glass is collected from over 500 bring bank sites in the re3 area.
And don’t forget that £15,000 is still up for grabs by community groups who enter re3’s new glass recycling initiative. Schools, charities and voluntary and community sector organisations are encouraged to make a commitment to increasing glass recycling at bring banks. Please visit www.re3.org.uk for more details.
Bracknell Forest’s Executive Member for Environment, Cllr Mrs Dorothy Hayes MBE said: “I’m pleased that our residents feel we are continuing to deliver a great service. It’s important that users have a positive experience when visiting Longshot Lane to recycle their waste. And the more waste we all recycle and correctly, the less council taxpayers’ money goes in paying to use landfill sites – a win-win for the environment and our budgets.
Reading’s Lead Councillor for Neighbourhoods, Cllr Liz Terry said: “The results of this survey demonstrate that our residents feel their needs are being met when visiting Smallmead and that’s really important. I’d like to thank them all for continuing to take their household waste to our recycling centres so that it can be processed properly. The fact that so many people are visiting the recycling centres is thanks to the hard work and commitment of both staff and residents to reduce the amount of waste that is sent to landfill.
Wokingham Borough Council’s Executive Member for Environment Cllr Norman Jorgensen said: “It is very reassuring that the services we offer are getting such a positive response. With such a wide variety of items that can be recycled, I am delighted so many of our Wokingham residents are using either Smallmead or Longshot Lane for their recycling needs. Our popular and well-used recycling centres take a wide range of items, and the bin bag splitting initiative is ensuring that we are making the most from what residents bring to us and diverting as much of it as we can away from landfill. Staff are very happy to talk through how they are separating the waste if residents want to know about the scheme and how to recycle more and better.”
Adrian Clarke General Manager, re3 Ltd said: “As the public face of the re3 waste management partnership, we are delighted with these results which confirm that our site staff are offering services that the public rank independently as ‘good’ or ‘very good’. There have been many changes in the last 12 months so it’s good to know that we have been able to take the public with us as we make on-going improvements to our operations and long may that continue.”